Dafna Yanay

INFOGRAPHIC: Humans vs Machines: How to stop your chatbot from lagging behind

Infographic

With the rise of digital care and commerce engagement channels, consumer expectations from their communications and media service providers have never been higher. They want instant offers and relevant answers now within their channel of choice.

 

Today these channels are increasingly automated, driven by artificial intelligence (AI) and non-human agents. Chatbots, virtual agents and natural-voice interfaces have become commonplace.

 

But are these AI, non-human channels truly better than human-based traditional care and commerce channels?

 

In a recently commissioned study conducted by Forrester Consulting on behalf of Amdocs, both consumers and services providers were asked how they see the role of chatbots and AI. The results were very surprising, clearly showing that service providers are not investing in the right areas or fully utilizing the AI and chatbot potential. 

 

Check out this infographic to gain more insight on the study’s key takeaways.

infographic


Download the white paper for the full report

 

Summary

Check out this infographic, based on new research from Forrester on Human vs. Machine

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Summary

Check out this infographic, based on new research from Forrester on Human vs. Machine

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Humans vs Machines: How Bots Can Meet Customer Expectations

AI

How infusing bots with artificial intelligence helps service providers meet customer expectations, deliver a WOW experience, and capture the chatbot opportunity

Consumers today expect service providers to engage with them on their channel of choice, in a personalized and contextual way, and to provide only the information that is relevant to their specific needs as quickly and conveniently as possible.

 

With more and more engagements taking place with virtual agents – i.e. chatbots, service providers are faced with the challenge of meeting such high expectations. For, chatbots, artificial agents, and natural-voice interfaces can deliver basic information such as account status, generally available promotions, and access to quick tutorials. However, they lack the cognitive capabilities needed to deliver complex support in the human-like way consumers expect. This causes friction, rather than alleviating it. Where the result is frustration for consumers, often rendering chatbots a liability.

 

 

Human vs machine

 

 

However, for service providers who embrace artificial intelligence (AI), just the opposite is true – and chatbots can become an important strategic asset:

 

  • AI endows chatbots with the ability for contextual and personalized engagements with customers, in real time and on their channel of choice – driving up customer satisfaction and NPS;
  • Bots that are infused with intelligence and which can receive and ‘understand’ the 360 view of the customer, with information on their habits, preferences, and recent activities – enable the service provider to make offers that resonate, engage, and convert – driving up revenues;
  • Intelligent bots can also complete actions and transactions on behalf of the customer, reducing friction and delighting customers.
  • Furthermore, these bots can be a source for great efficiencies, decreasing the cost to serve by automating many of the interactions that are handled today by live agents.

To help service providers better understand how to leverage AI to capture and win with the chatbot opportunity, Amdocs has commissioned a report from Forrester, based on a comprehensive survey conducted with:

 

  • 7,200 consumers from all over the world, and
  • 31 decision makers from tier-1 service providers.

 

 

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Through this survey Forrester has found that 86% of consumers regularly engage with bots. Furthermore, 65% of service providers are investing in AI to create and deliver better customer experiences as well as are actively investing in their chatbot infrastructure and capabilities. Nevertheless, there is a big gap between:

 

 

  • Consumer expectations from chatbot engagements vs. what service providers are delivering, with 40% of them ready to abandon the company following a bad chatbot service experience
  • The capabilities consumers need chatbots to have vs. the capabilities in which service providers are investing.

 

In this report, you will gain key insights into the state of virtual agents in the communications services industry, and how to leverage AI to capture the chatbot opportunity, as well as:

 

  • What are the 3 main attributes that bots need to help service providers win with customers;
  • What are the bot areas in which service providers should invest to deliver a ‘WOW’ experience vs. where they are primarily investing today;
  • What percent of consumers prefer to engage with a live agent and why; and what service providers can do to tip the scales;
  • What is the role of the bot vs. the live agent, and what is the optimal ‘division of labor’ between them.

 

For all the insights, along with practical and actionable recommendations for your chatbot strategy and implementation, we invite you to access this free report or visit our website to learn more of Amdocs SmartBot solution.

Summary

A look at new Human vs. Machine research

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Summary

A look at new Human vs. Machine research

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